Service Desk Coordinator I Centralized Services

Kardow; Orlando (FL); On-site; USD 25,000 - 33,000; Full time

Job summary

Walgreens in Orlando, FL is seeking a helpdesk/IT support specialist to be the first point of contact for internal Walgreens customers, including retail locations and corporate facilities. You will provide hardware, software, communication and procedural support by phone and online, aiming for timely, cost-effective resolutions and 24x7 on-call availability.

This onsite position is based in Orlando, FL, requiring flexibility for weekends, holidays, and nights, with strong emphasis on rapid

Qualifications

• High School Diploma or GED required; 2+ years in customer service.
• Basic technical aptitude and PC skills.
• Experience with Microsoft Word/Excel is preferred.

Responsibilities

• Provides customer service through active listening, empathy, and attention to detail.
• Analyzes technical hardware, software, procedural, and communication problems.
• Develops and applies technical IT knowledge to troubleshoot problems.
• Communicates resolutions clearly in writing and verbally.
• Documents interactions for tracking and reporting purposes.
• Follows department policies and service level objectives.
• Uses knowledge bases to find solutions and follows procedures.

Skills

Customer service

Technical aptitude

Microsoft Word

Microsoft Excel

PC skills

Communication

Education

High School Diploma or GED

Bachelor’s Degree or Technical Training

Tools

Microsoft Word

Microsoft Excel

Job description

Job Summary

In this position, you will be responsible for providing the first point of contact for internal Walgreens customers, including retail locations, corporate facilities, distribution centers and other business groups within the Walgreens family of companies. You will also be responsible for providing hardware, software, communication and procedural support over the phone and online in an effort to aid our business units in operating in an effective and efficient manner. You will provide resolutions to problems in a professional, timely and cost effective manner and available for on call support 24X7X365.

This is an onsite position based in Orlando, FL.

Job Responsibilities

• Provides customer service through actively listening, showing empathy and attention to detail. Proactively, follows up on problems. Anticipates customer concerns.
• Analyzes and identifies technical hardware, software, procedural and/or communication problems.
• Develops, maintains, and applies technical IT knowledge of systems and tools necessary to troubleshoot problems.
• Communicates technical resolutions clearly, concisely and precisely verbally and in writing.
• Documents and summarizes interactions and troubleshooting steps with internal customers, accurately, for tracking and reporting purposes.
• Adheres to department and company policies, procedures, and expectations particularly service level objectives.
• Navigates through a solution database and follows through on prescribed procedures to provide best possible answer for problems.
• Maintains a standard of productivity that is scaled on a monthly basis.
• Works with employees within and outside the department to ensure the resolution of escalated of problems.
• When applicable, provides suggestions for process and procedure improvement.

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Basic Qualifications

• High School Diploma/GED and at least 2 years of experience in a customer service position.
• Basic level of technical aptitude (for example: understanding basic logical strategies behind finding solutions for technical programs)
• Basic level skill in Microsoft Word.
• Basic level skill in Microsoft Excel.
• Basic level PC skills.
• Available to work weekends, holidays, and nights.
• Ability to adapt to a fast pace environment that is constantly changing.
• Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails and reports) to various audiences (work group, team, company management, external clients).

Preferred Qualifications

• Bachelor’s Degree or Technical Training.
• Experience in business applications and infrastructure technical support.
• Experience communicating in Spanish both verbally (on phone, one-on-one, to groups) and in writing (emails and reports) to various audiences (work group, team, company management, external clients).
• Experience in an ITIL environment.
• Experience in a Lean or Six Sigma environment.

We will consider employment of qualified applicants with arrest and conviction records.

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Salary Range: $18 - $24 / Hourly